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Klarna
Senior Product Designer
I joined Klarna’s in-store team with the mission to elevate the customer experience for Klarna in-store. Together with the team, I led a broad discovery phase—studying real user journeys, mapping pain points, and uncovering gaps between digital and in-store touch points.
Through rapid ideation and iteration, we developed solutions that reduced friction at checkout, increased trust in payment flows, and made in-store purchases as seamless as Klarna’s online experience. The work provided Klarna with actionable insights and validated design directions to strengthen adoption of in-store services and support future growth.
FINTECH
DISCOVERY
PROTOTYPING
CONCEPT
VISUAL DESIGN
HANDS-ON
EXPERIENCE VISION
DESIGN EXCELLENCE
APP
How might we reduce friction at physical checkouts to increase conversion rates?
How might we reduce friction at physical checkouts to increase conversion rates?
How might we reduce friction at physical checkouts to increase conversion rates?
How might we ensure teams solve for real human needs, not just technical delivery?
How might we ensure teams solve for real human needs, not just technical delivery?
How might we ensure teams solve for real human needs, not just technical delivery?
How might we continuously detect, measure, and resolve friction points in the in-store journey?
How might we continuously detect, measure, and resolve friction points in the in-store journey?
How might we continuously detect, measure, and resolve friction points in the in-store journey?
How might we prototype quickly in real-world settings to validate what truly improves the in-store experience?
How might we prototype quickly in real-world settings to validate what truly improves the in-store experience?
How might we prototype quickly in real-world settings to validate what truly improves the in-store experience?
How might we simplify complex steps so customers can complete payments quickly and confidently?
How might we simplify complex steps so customers can complete payments quickly and confidently?
How might we simplify complex steps so customers can complete payments quickly and confidently?
How might we minimize cognitive load at checkout so customers feel in control and confident?
How might we minimize cognitive load at checkout so customers feel in control and confident?
How might we minimize cognitive load at checkout so customers feel in control and confident?
Map end-to-end customer journeys across digital + in-store to identify friction points and conduct contextual research in retail environments (observations, shadowing, interviews with shoppers and merchants).
Map end-to-end customer journeys across digital + in-store to identify friction points and conduct contextual research in retail environments (observations, shadowing, interviews with shoppers and merchants).
Map end-to-end customer journeys across digital + in-store to identify friction points and conduct contextual research in retail environments (observations, shadowing, interviews with shoppers and merchants).
Share research findings and pain points to ground discussions in human behavior, not just technical feasibility.
Share research findings and pain points to ground discussions in human behavior, not just technical feasibility.
Share research findings and pain points to ground discussions in human behavior, not just technical feasibility.
Explore both incremental improvements (removing known friction) and big bets (new ways to shop and pay in-store). Build prototypes (lo-fi to hi-fi) for testing flows like tap-to-pay, QR code payments.
Explore both incremental improvements (removing known friction) and big bets (new ways to shop and pay in-store). Build prototypes (lo-fi to hi-fi) for testing flows like tap-to-pay, QR code payments.
Explore both incremental improvements (removing known friction) and big bets (new ways to shop and pay in-store). Build prototypes (lo-fi to hi-fi) for testing flows like tap-to-pay, QR code payments.
By mapping the current in-store experience, we rapidly iterated and introduced a QR-code flow tailored to physical retail. The result was a smoother interaction that saved time for both merchants and consumers while building confidence in Klarna’s in-store offering.
By mapping the current in-store experience, we rapidly iterated and introduced a QR-code flow tailored to physical retail. The result was a smoother interaction that saved time for both merchants and consumers while building confidence in Klarna’s in-store offering.
By mapping the current in-store experience, we rapidly iterated and introduced a QR-code flow tailored to physical retail. The result was a smoother interaction that saved time for both merchants and consumers while building confidence in Klarna’s in-store offering.
Prototyped and explored new in-store payment concepts (e.g., QR, tap-to-pay). Identified which ideas resonated most with customers and merchants. Generated a pipeline of design directions for future in-store growth. To increase in-store conversions, driving more merchant adoption of Klarna.
Prototyped and explored new in-store payment concepts (e.g., QR, tap-to-pay). Identified which ideas resonated most with customers and merchants. Generated a pipeline of design directions for future in-store growth. To increase in-store conversions, driving more merchant adoption of Klarna.
Prototyped and explored new in-store payment concepts (e.g., QR, tap-to-pay). Identified which ideas resonated most with customers and merchants. Generated a pipeline of design directions for future in-store growth. To increase in-store conversions, driving more merchant adoption of Klarna.
Take a look at the work from Viafree
Take a look at the work from Viafree
Take a look at the work from Viafree